When you own a Blue Avenue product, be rest assured that our service department will look after your needs after the sale, and during and beyond the warranty period. We will provide you with expert advice and continuous technical support when required. If you experience any trouble at all, contact us asap and leave the guess work with the experts. Blue Avenue operate on a just-in-time basis so parts are readily available for your convenience.
Road-side Assistance - $50.00
Road-side is only available to Blue Avenue customers. It is the rider's responsibility to bring the ebike to Blue Avenue if service and/or repair is needed, however, if the customer is unable to bring it to a Blue Avenue location, a $50 pick up fee will be charged to the customer and the ebike will be taken to the nearest store. If the rider cannot bring the ebike to the store then Road-side Assistance is available to all customers within reason. For example, if the rider gets a flat tire, a Blue Avenue technician will do the repairs wherever the ebike is located. However, Blue Avenue will not send a technician if:
- (1) the weather or climate is not feasible such as rain, snow, and cold temperatures.
- (2) the time is outside business operating hours. Road-side Assistance is only available from 9am - 7pm. Earlier times in the mornings or later times in the evenings may be possible. Roadside Assistance may not be available on Sundays and Statutory Holidays.
- (3) the location is too far.
Road-side Assistance is a limited service and may not be available to everyone at a certain time due to backlogs. Road-side Assistance is not a home service for tune ups and electrical breakdowns. You are required to bring your ebike to the store where all our tools are accessible in repairing and maintaining your ebike. Road-side Assistance is not free. Other charges such as parts and labour are extra in addition to the Road-side Assistance charge.
Service Rate
The hourly rate for repairing products out of warranty is:
$50/hour
Tune up service rate for Blue Avenue ebikes with regular brushless motors: $50
Tune up service rate for Mountaineer and other Blue Avenue geared motors:
$50 for basic service
$75 for comprehensive
Tune up service rate for other brands with regular brushless motors: $75
Tune up service rate for other brands with geared motors: $95
Cost of Written Estimate
$50 flat fee, paid ahead of time, which will be waived if customer decides to go ahead with repair. Customer will receive a written quote of length of labour and parts required to fix the problem.
Cost of Comprehensive Warranty and Extended Warranty:
$0.00 - Standard Comprehensive Warranty - From 6 months to 1 year total coverage not including batteries which has 6 months coverage (included in the $99 charge for PDI/Assembly)
$300.00 - Silver Comprehensive Warranty - 18 months total coverage but not including batteries (including Standard of 1 year coverage)
$400.00 - Platinum Comprehensive Warranty - 24 months total coverage but not including batteries (including Standard of 1 year coverage)
Standard Comprehensive Warranty covers manufacturer's defects of all parts and labour up to 1 year not from the time of purchase but from the time of delivery. Coverage includes batteries up to 6 months, powertrain, controller, and all electrical, mechanical and plastic parts. Flat tires if punctured, light bulbs, wear and tear, lack of maintenance, accidents or collisions, misuse, abuse, neglect, damage incurred from accidents, floods, salt and other foreign debris or chemicals, and extreme cold temperatures are not covered by the comprehensive warranty.
Your warranty is covered by the Pre-Delivery Inspection and Assembly Charge (PDI). If PDI/Assembly is not taken then there is no Comprehensive Warranty Coverage, however, a 3 months Parts Warranty will be included. Allow for a minimum of 24 hours for PDI/Assembly, at which time test and trial runs are conducted on the products to ensure all systems are safe and operable. Allow for at least 24 hours for warranty and estimate examination, and at least 5 business days for repair.
Extended Warranty - Silver and Platinum
Silver - Comprehensive Warranty is extended another 6 months in addition to the standard Comprehensive Warranty coverage for a total of 18 months coverage of parts and labour from the date of delivery on all Manufacturer's defective parts but not including batteries.
Platinum - Comprehensive Warranty is extended another 12 months in addition to the standard Comprehensive warranty coverage for a total of 24 months coverage of parts and labour from the date of delivery on all Manufacturer's defective parts but not including batteries.
$69 to $99 - PDI (pre-delivery inspection) & Assembly - What's involved?
Post Sale Inspection
Once a purchase is made we ask all customers to bring their new ebikes back to the store for service after 2 weeks of riding. It is mandatory that your new ebike comes in for final adjustments and inspections. Even new bicycle parts tend to go loose after a few times riding. There is no charge for this service.
Reasons for Voiding or Cancellation of Warranty:
Foreign Products (products not originally sold by Blue Avenue) will be considered for repair if the product is made by the same Blue Avenue manufacturer. Every product is different so every foreign repair will be considered on a case by case basis.
Parts Warranty - Online/Internet/Telephone Purchases
All products purchased on the phone or over the internet will be assembled and tested before shipment is made. However, comprehensive Warranty coverage does not pertain to purchases made over the internet or telephone. Instead, a 3 months Parts Warranty is given to all crated or boxed units from the date of receiving the shipment. If accepted for Parts Warranty, we may at our option, 1) exchange or repair the malfunctioning part without receiving the part back from the customer, 2) exchange or repair the malfunctioning part after receiving the part back from the customer or 3) have you take the product to an affiliate dealer, where the repair will take place at your cost. We may also require a video or photo of the parts in question before making our decision on the acceptance of warranty. Returned parts must be 100% complete. The products we sell will be completely assembled and tested/PDI at our facility before shipment. However, we may not assemble or PDI the ebike at our discretion, depending on the nature of the purchase agreement. Upon receiving the product, you must do your own inspection and test to make sure the ebike is operational and safe to your satisfaction within 24 hours of receiving the product. If there is any damage to the ebike due to shipping, a replacement part will be sent at our cost, but you'll be responsible for removing the defective part, installing the new part, and making the proper assembly so that it will operate smoothly and safely. If you're not capable of assembly, you'll be responsible for bringing the product to a mechanic and paying for the cost of repair or assembly.